L1 Business Application Support (Retail)

*Role Overview *

The L1 Support – Store Operations role will be responsible for providing first-level technology and application support to stores and business teams, ensuring smooth day-to-day store operations. The role will primarily support retail POS, ERP and connected business applications, resolve incidents within defined SLAs, coordinate with L2/L3 and technology partners, and support reconciliations, master data, integrations, UAT and new store setups.

*Key Responsibilities *

• Provide Level 1 support for Wondersoft POS and store operations, including day-to-day application and transaction-related issues.
• Monitor, log, classify, prioritize and track incidents/requests through the ticketing system, ensuring timely closure and proper documentation.
• Identify the nature and likely root cause of issues and provide the appropriate solution, workaround or first level troubleshooting.
• Support configuration and setup of promotions, deals and offers in the relevant business applications.
• Support stock adjustment postings and related store/ERP transactions.
• Provide L1 support for warehouse and other department functions in NetSuite ERP.
• Perform and support reconciliation of sales, inventory and other operational data across POS, NetSuite and connected systems.
• Manage and maintain key business masters including Vendor, Customer, Location and HSN masters,
ensuring accuracy and timely updates.
• Support store users with application queries, user guidance and training where required.
• Coordinate new store/location opening and closure activities, including required system/application setup and validation.
• Support the business team in reconciliation and validation of posted data between systems and investigate discrepancies.
• Monitor and support data flow/integrations between Wondersoft POS, NetSuite and other connected
applications; identify and escalate integration issues.
• Participate in UAT for system/process changes and enhancements, execute test scenarios and document observations/results.
• Escalate unresolved issues to L2/L3 teams or technology partners within the defined SLA and follow up until resolution.
• Coordinate with internal stakeholders and external technology partners for incident resolution,
enhancements and BAU support.
• Prepare and maintain process notes, SOPs, troubleshooting guides and user/training documents.
• Maintain clear incident records, resolution notes and recurring-issue observations to improve support quality and reduce repeat incidents.
• Provide support during business-critical periods, store launches and operational activities as required, including shifts where applicable.****